Please find answers at the end of the articles
1.
Which of the following statements CORRECTLY
defines in-sourcing and Outsourcing delivery model options?
a.
In-sourcing relies on internal resources;
outsourcing relies on external organization(s) resources
b.
In-sourcing relies on external organization(s)
resources; outsourcing relies on internal resources
c.
In-sourcing relies on co-sourcing; outsourcing
relies on partnerships
d.
In-sourcing relies on knowledge process
outsourcing; outsourcing relies on application service provisioning
2.
The information Security Policy should be
available to which group of people?
a.
Senior business managers and all IT staff
b.
Senior business managers, IT executives and the
Security manager
c.
All customers, users and IT staff
d.
Information Security Management staff only
3.
Which of the following statements about Supplier
management is INCORRECT?
a.
Supplier management maintains information in a
Supplier and Contracts Database
b.
Supplier management negotiates internal and
external agreements to support the delivery of services
c.
Supplier management ensures that suppliers meet
business expectations
d.
Supplier management should be involved in all
stages of the service lifecycle, from strategy through Design and Transition to
Operations and Improvement
4.
The main objective of Service Level management
is?
a.
To monitor and report availability of services
and components
b.
To ensure that all targets in Service Level
Agreements(SLA) are met
c.
To ensure that an agreed level of IT service is
provided for all current IT services
d.
To ensure that service availability matches or
exceeds the agreed needs of the business
5.
Which of the following delivery strategy is
described as “formal agreements between 2 or more organizations to work
together to deliver the services for a business?
a.
Outsourcing
b.
Application Service provision
c.
Knowledge Process Outsourcing
d.
Multi-Sourcing
6.
One of the major aspects of the service design
is service solutions. Which of the following does this include?
a.
Only capabilities needed and agreed
b.
Only capabilities and resources needed and
agreed
c.
Only requirements needed and agreed
d.
Requirements, resources and capabilities needed
and agreed
7.
Which of the following are the responsibilities
of SLM?
1)
Agreeing targets in SLA
2)
Designing technology architecture
3)
Ensuring required contracts in place
a.
All of the above
b.
2 & 3 only
c.
1 & 2 only
d.
1 & 3 only
8.
Which service design process makes the most use
of the data supplied by Demand management?
a.
Service Catalogue Management
b.
Service Level management
c.
Supplier management
d.
Capacity management
9.
Which processes review underpinning contracts on
regular basis?
a.
Supplier & SLM
b.
Supplier & Capacity
c.
SLM & availability
d.
SLM, Demand & Supplier management
10.
Which of the following should a service
catalogue contain?
a.
The version information of all software
b.
The organizational structure of the company
c.
Asset information
d.
Details of all operational services
Answers:
1.
A
2.
C
3.
B
4.
C
5.
D
6.
D
7.
D
8.
D
9. A
10. D
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